Joel Michael Martin
About Joel Michael Martin
Joel Michael Martin is an Enterprise Success Manager at DNSFilter, where he has implemented customer feedback processes and improved retention rates. He has a diverse background in customer success, account management, and program coordination across various organizations.
Work at DNSFilter
Joel Michael Martin currently serves as an Enterprise Success Manager at DNSFilter, a role he has held since 2023. Prior to this position, he worked as a Customer Success Manager at the same company from 2022 to 2023. In his roles, he implemented a customer feedback-based onboarding process that facilitated cross-departmental interaction, guiding new customers from sales to account management. He also established strategic touchpoints for effective communication within the Customer Success department, contributing to a significant reduction in churn rates.
Education and Expertise
Joel holds a Master's degree in Business Administration and Management from Harvard Extension School, which he completed from 2018 to 2022. He also earned a Master's degree in Human Development and Family Studies from the University of Maine between 2011 and 2013. Additionally, he has a Bachelor's degree in New Media and Studio Art from the University of Maine, achieved from 2007 to 2011. His educational background supports his expertise in customer success and enterprise management.
Background
Joel has a diverse professional background, having worked in various roles that emphasize customer engagement and support. He was previously an Internal Wholesaler at Protective Life from 2020 to 2021 and served as an Account Manager at PoliteMail Software from 2018 to 2020. His earlier positions include Program Coordinator at Harvard T.H. Chan School of Public Health and Assistant Director of Student Involvement at Wingate University. His experience spans over a decade in customer-focused roles across multiple industries.
Achievements
During his tenure at DNSFilter, Joel achieved notable outcomes, including securing monthly recurring revenue (MRR) of $2.10 million and maintaining an average monthly gross retention rate of 92%. He played a key role in onboarding new enterprise-level customers, ensuring seamless product adoption and ongoing support. Additionally, he created documentation for the Customer Experience department that led to a 40% increase in internal workflows and reduced churn rates significantly.